Guest Concierge

Pinstripes; Norwalk (CT); On-site; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a self-motivated Guest Concierge to oversee reservations and enhance guest experiences at their vibrant venue. This role requires excellent organization, communication, and interpersonal skills to ensure seamless guest interactions through various channels. With a focus on growing sales organically and leading marketing initiatives, the Guest Concierge will be the resident expert on all offerings, including products, pricing, and events. If you are passionate about hospitality and eager to make a difference, this opportunity is perfect for you.

Qualifications

• 5+ years of experience in the hospitality industry preferred.
• Proficient in restaurant reservation systems and Microsoft Office.

Responsibilities

• Oversee and increase reservations while ensuring guest communication is handled correctly.
• Lead marketing initiatives and engage with guests to enhance their experience.

Skills

Organization Skills

Communication Skills

Interpersonal Skills

Guest Engagement

Marketing Initiatives

Education

Bachelor's Degree in Hospitality

Bachelor's Degree in Business Management

Tools

OpenTable

Tock

Microsoft Office

Job description

Description

The Pinstripes Guest Concierge must be self-motivated, driven, and precise. They must have excellent organization, communication, and interpersonal skills.

The main role of the Guest Concierge is to oversee and increase the number of reservations in the venue and grow sales organically. They are tasked with ensuring guest communication via phones, reservation systems, and in person are handled correctly. They must be the resident expert on all the venue has to offer, including product, pricing, promotions, and special events. They will also take the lead on the various marketing initiatives that occur on a regular basis at Pinstripes.

Requirements

1. Bachelors Degree in Hospitality, Business Management, or a related field
2. 5+ years experience working in the Hospitality Industry preferred
3. Proficient in Restaurant Reservation systems (OpenTable, Tock etc.), Microsoft Office
4. High level of interpersonal skills

Schedule:

Schedule may vary based on time of year and volume. Minimum 5 days, 45-50 hours per week. 1 Weekend shift required. Holiday weekends may require additional weekend shifts. (Easter, Mother’s Day, Father’s Day, Santa Brunch, etc.)

Job Responsibilities:

Reservations

• Seek out all opportunities to book reservations, and build reservation numbers
• Double check reservations to ensure they have been inputted into the system correctly and confirmed the day prior
• Ensure Opentable and Tock reservations are synced and planned each day
• Ensure any requests for reservations are responded to and accommodated
• Maximize Walk-In capacity and give the guests options to ensure they join us in the venue.
• Communicate any overlap or issue with Events directly with the Event Team to ensure that the guest(s) is accommodated correctly
• Take the lead during Holiday Brunches to ensure that all reservations are taken correctly, mapped out, and confirmed. Communicate these reservations to all Managers to ensure that all proper tools, Staffing, setups, etc are there.
• Large parties are assigned correctly and set up prior to arrival
• Celebrations and Guest Notes for reservations are planned out each shift
• Coach and teach the Host Team how to properly use the reservation system

Phones

• Ensure all phone calls are being answered and guests have the ability to easily book a reservation through the phones
• Correctly relay the correct information to the guest over the phones and answer questions as they are presented
• Respond to all voicemails daily to ensure we do not miss an opportunity to book a reservation for a guest
• Monitor phone calls statistics in venue and follow up on any opportunities
• Coach and teach the Host Team proper phone etiquette

Front Desk Operations

• The Host Desk is Clean and Organized at all times. (General organization, Menus, Shoes, Windows, etc.)
• Be the concierge of the guest experience, offer taxi service, be knowledgeable of the surrounding area, offer suggestions, utilize manager business cards to connect with guests
• Engage with all guests coming into and leaving the venue and flag any opportunities in the guest experience before they leave the venue
• Ensure the Host Team receives a quality Pre-Shift and has all of the information for a smooth shift
• Restroom Check Sheets are being utilized by the Host Team and signed off on
• All reservations are properly assigned for the shift
• Educate the guest about our daily promotions and all the venue has to offer
• Ensure the Front Desk has all of the proper collateral available at all times
• Ensure the Host Team is adhering to their assigned positions and coach and teach them on proper execution of their role
• Ensure all Host Checklists are being completed and signed off on
• Facilitate coat check when applicable for the guest
• Facilitate great communication between all team members on the shift

Local Store Marketing

• Work closely with the LSM Director and Community Marketing Coordinator to ensure consistency in execution of all LSM events
• Create the experiences in Tock reservation system for LSM events
• Take the lead on Local Store Marketing reservations and sign ups, manage and build the number of reservations
• Take the lead on execution of Local Store Marketing events that take place in the venue (Kids Club, Line Dancing, Paint and Sip, Comedy Shows, etc.)
• Find creative ways to reach out to the community and invite them to join us at Pinstripes

Expectations

• Work closely and maintain a high level of communication with all Salaried Team members (FOH, BOH, and Sales)
• Take the lead on guest engagement and connections in the venue
• Be a role model for the Host Team
• Be the resident expert on all reservations systems
• Own the phones in the venue
• Ability to lead and run the Front Desk when necessary
• Be professional at all times
• Image is sharp and on point at all times